Download Information Manager User Guide

Information Manager
Solidus eCare
USER GUIDE
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© 2013 Aastra Technologies Limited. All rights reserved.
This document contains proprietary information, which is protected by copyright.
No part of this document may be reproduced or transmitted in any form or by any means,
electronic or mechanical, including photocopying, recording, or by any information storage
and retrieval system, or translated into another language, without prior written consent of
Aastra Technologies Limited, Concord, Ontario, Canada.
NOTICE
The information in this document is subject to change without notice.
AASTRA MAKES NO WARRANTY OF ANY KIND WITH REGARD TO THIS MATERIAL,
INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY
AND FITNESS FOR A PARTICULAR PURPOSE. AASTRA shall not be liable for errors
contained herein nor for incidental or consequential damages in connection with the
furnishing, performance or use of this material.
Aastra Technologies Ltd.
Concord, Ontario, Canada
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1
Introduction
1.1
Overview of the Solidus eCare Application
Suite
Welcome to the Solidus eCare application suite.
The Solidus eCare application suite is made up of nine core
applications. These core applications are divided into three
fundamental categories:
Agent Applications
The modules in this category are the focal point of the customer interaction
center and therefore constitute our most extensive category.
1.1.1
Desktop Manager

Desktop Manager Standard – provides agents access to voice/call related
features including call control capabilities on the agent desktop.

Desktop Manager Supervisor – extends the standard capability by
enabling additional intrusion and monitoring capabilities.

Desktop Manager DDE & COM – extends the Desktop Manager standard
capability by enabling integration to external applications and databases.
Typically used for screen-pop applications.

Desktop Manager Messaging – extends the interactive capability
between agents and within the business by facilitating internal
messaging communication.

Desktop Manager Directory - extends the Desktop Manager standard
software module by enabling agents to locate personnel within an
organization for on-line support or customer query confirmation/support.

Desktop Manager Outbound – extends the Desktop Manager
standard software module by enabling basic preview outbound voice
calls to be placed. Also provides agents access to view scripts used
to define outbound campaigns.

Desktop Manager Web Agent – extends the Desktop Manager standard
module by enabling the use of alternative media including chat and web
collaboration.
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
Desktop Manager E-mail Agent – extends the Desktop Manager standard
module by enabling agents to interact with customers via E-mail. When
used in conjunction with the Knowledge Base Manager, Auto-email
response functionality is provided.

Desktop Manager SMS Agent – extends the Desktop Manager standard
module by enabling agents to interact with customers via SMS.

Desktop Manager IP Agent – allows the agent the capability to make
incoming and outgoing calls via the IP soft client in Desktop Manager
thereby eliminating the need for agents to have a physical telephone.

Desktop Manager IP Recording – allows the agent or supervisor the
capability to record any IP calls from the IP soft client.

BluStar Agent Standard – provides agents access to voice/call related features
including call control capabilities on the agent desktop.

BluStar Agent Supervisor – extends the standard capability by enabling additional
intrusion and monitoring capabilities.

BluStar Agent Integration – enables integration to external applications and
databases. Typically used for screen-pop applications.

BluStar Agent Messaging – extends the interactive capability between agents and
within the business by facilitating internal messaging communication.

BluStar Agent Directory - extends the BluStar Agent standard software module
by enabling agents to locate personnel within an organization for on-line support
or customer query confirmation/support.

BluStar Agent E-mail Agent – extends the BluStar Agent standard module by
enabling agents to interact with customers via E-mail. When used in conjunction
with the Knowledge Base Manager, Auto-email response functionality is provided.

BluStar Agent SMS Agent – extends BluStar Agent standard module by
enabling agents to interact with customers via SMS.

BluStar Agent IP Agent – allows the agent the capability to make incoming
and outgoing calls via the IP soft client in BluStar Agent thereby eliminating
the need for agents to have a physical telephone.
BluStar Agent
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1.1.2
Phone Agent
This agent module is used for mobile agents, that is, Phone Agents that have
access to only a phone device. Therefore, warehouse staff, security staff or
agents with mobility, can be incorporated into the contact center.
1.2
Management Applications
The modules in this category provide centralized control and
management of the invested contact center infrastructure.
1.2.1
Report Manager
Provides historical statistical reporting and information on all contact center
activities.
1.2.2
Configuration Manager
Provides configuration management and the editing of contact center
elements such as call flows, rules and guidelines.
1.2.3
Information Manager
Provides real time information on all contact center activities.
1.2.4
Knowledge Base Manager
Provides an authoring interface towards the knowledge bases. Knowledge
bases are used with the Web-based self-help application (Virtual Agents)
and auto E-mail response interaction.
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1.3
Customer Self-service Applications
1.3.1
Script Manager
A fully integrated Interactive Voice Response (IVR) application that extends
the routing intelligence and capability of Solidus eCare suite. Used to enable
advanced customer access to database lookups and PIN code verifications,
the primary use of Script Manager is to provide voice bound customers with
self-service. Simultaneously, Script Manager is used to accurately identify the
needs of the customer, prior to the customer being allocated to a Solidus
eCare agent.
1.3.2
Virtual Agent
An interactive Web response application that automates customer self- service.
The Virtual Agent resides on your website, resolves customer enquiries without
agent intervention through the use of customized knowledge bases.
The context, nature and operational environment of the contact center shall
determine the inclusion of the various applications listed above.
1.4
Overview of Information Manager
Information Manager provides real time status information about the service
accesses, service groups, agent groups and agents of the contact center.
See the following summary:

Configure user preferences on how to view the current contact center
services and staffing information;

View real time information on service accesses, service groups, agent
groups or agents;

Produce text and real time messages for display on external wall
displays.
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1.5
Overview of the Main Window
The main window consists of the title bar, the main menu bar, the
toolbar, and an application workspace.
Menus on the menu bar, as well as their associated toolbar buttons, will be
available and operable only when the proper object, from the proper view
pane, is selected. In the example below, all buttons are enabled for
illustrative purposes only.
The default main window layout includes the Service Access window,
Service Group window and Agent Group window. The Alarm Log window
will be minimized and stays at the bottom of the workspace.
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1.6
Calculation methods
The following tables contain information regarding the calculation
methods for the values found in specific real time windows.
Service Access Overview Window
Value
Average handling time for all service
accesses
Calculation Method
(Sum of handling times) / (Sum of calls
distributed to all services accessed)
Service Group Overview Window
Value
Estimated waiting time
Percentage of busy agents
Percentage of busy others
Calculation Method
Received from Event Service.
Number of busy agents divided by the total
number of ready agents.
Number of busy agents who currently
servicing other service group or non-service
calls or monitoring a chat session divided by
the total number of ready agents.
Percentage of idle agents
Number of idle agents divided by the total
number of ready agents.
Percentage of partially busy agents
Number of partially busy agents divided by
the total number of ready agents.
Number of calls answered within specified
minutes and seconds (service level time) /
(Sum of Number of calls answered and
Number of calls abandoned (in ring + queue).
Service level
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Service Group Details Window
Value
Abandoned rate
Average handling time
Average time abandoned
Average wait time
Estimated waiting time
Service level
Calculation Method
(Number of abandoned calls) / (Number of
answered calls + abandoned calls)
(Sum of talk, on-hold and clerical time for all
answered calls) / Number of calls answered
(Sum of queue time + ring time before
abandoned) / (Number of calls abandoned in
queue + Number of calls abandoned in ring)
(Sum of queue time, callback time, call setup
time and ring time for all answered calls) / No.
of calls answered
Received from Event Service
Number of calls answered within specified
threshold (service level time) / (Sum of
Number of calls answered and Number of
calls abandoned (in ring + queue) + Number
of calls rejected).
Agent Group Overview Window
Value
Percentage of agents handling nonservice calls
Percentage of agents handling service
calls
Calculation Method
Number of agents busy handling non-service
calls divided by the total number of logged
on agents in this agent group
Number of agents busy handling service
calls divided by the total number of logged
on agents in this agent group.
Percentage of not ready agents
Number of agents marked as not ready
divided by the total number of logged on
agents in this agent group
Percentage of idle agents
Number of agents not handling a call divided
by the total number of logged on agents in
this agent group
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1.7
Message Data Types
Below is a summary of available data types.
Abandoned Rate
The ratio of number of abandoned calls over the total
service calls/sessions within a specified time period.
Average Handling
Time
Average time in minutes and seconds for agents to
handle service calls/sessions in this service group.
Average Abandoned
Time
Average amount of time in minutes and seconds the call
was waiting before the call was disconnected. This also
includes media requests that were cancelled before
routed to an agent.
Average time in minutes and seconds that service
calls/sessions to this service group are waiting before
being answered.
Average Wait Time
Current Date
Current Skill Choice
Current Time
Estimated Waiting
Time
Today's date.
The current skill choice that has been included for agent
selection by route manager.
Current time.
Indicates the system’s best prediction of how long a
session will remain in queue for the service group.
Longest Wait Time
Current longest time a caller has been waiting in queue
for the selected service group.
Number of Abandoned
Calls
Calls that get disconnected before being answered by an
agent. The reason can be that the caller hangs up. This
also includes media requests that were cancelled before
routed to an agent.
Number of Answered
Calls
Calls that are answered by agents serving this service
group. When handling a media session, when the max
number of configured media sessions for that agent has
been reached, this number is included in this value.
Number of Busy
Agents
Agents that are currently occupied with a Service call for
this group. The agent is Busy when a Service call for this
group has been presented to the agent, the agent has
answered the call, the call has been placed on hold or the
agent is involved in clerical activities after completing the
call. For agents handling media sessions, when the max
number of configured media sessions for an agent has
been reached, that agent is included in this value.
If the number of Busy Agents is lower than a pre-defined
threshold, when calls are waiting in queue, this
information is indicated in red
Number of callback calls that are accepted by the caller.
Number of Callbacks
Accepted
Number of
Callbacks Failed
Number of callback failed due to various reasons such as
invalid callback number, time-out due to no answered,
time-out due to busy.
The number of calls that came directly to the group.
Number of Calls
Direct In
Number of Calls
The number of calls entering the group from another
Overflowed In
destination.
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Number of Calls
Overflowed Out
Number of Calls in
Queue
Number of Idle
Agents
Number of Logged
On Agents
Number of Not
Ready Agents
Number of Offered
Calls
Number of Partially Busy
Agents
Number of Ready
Agents
Percent of Service
Level
Service Group
Name
Calls that are overflowed to another destination due to
different reasons such as either the estimate waiting time
or the actual waiting time has been exceeded.
Number of calls and media requests that are currently
waiting in the delayed call queue for this service group.
This number can trigger an alarm if exceeding a predefined threshold.
Agents that are able to receive a new Service call. The
agent is idle and not handling any call/Email/SMS/chat/open media.
Agents that have logged on.
Agents that have been unavailable marked by an agent
or by the Contact Center system for voice calls and Email/SMS/chat/open media.
Calls initiated to the service group or overflowed in from
another service group.
Number of ready agents that are handling a session for
this group, but can still receive additional sessions for this
media type.
Agents that have been available marked. This includes
agents that are available for either voice or media. If this
value is lower than a pre-defined threshold, this
information is indicated with red color.
The percentage of Service calls that are answered within
a specified time period. If the Service Level is less than
the defined threshold as specified for the group, this
information is indicated in red.
Name of the service group.
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2
Using Information Manager
2.1
Change Solidus eCare Systems
Note: This option is only available to Host Administrators.
To switch to another Solidus eCare system, you will need to know both the
Solidus eCare server name you wish to connect to as well as the Web server
name in order to logon.
2.2
1
On the File menu, click the Change System command. The
Change System dialog box will appear.
2
Select the system you wish to switch to.
3
Click OK.
Save and Open Preferred Window Choices
After you have customized your screens to reflect the window choices and
arrangements that you will be using the most, you may want to save those
choices as your preferred windows. Your preferred choices will be displayed
the next time you launch Information Manager. Note that your Real Time
windows layout is associated with your Solidus eCare User ID.
The Save Layout As command on the Options menu saves the current
presentation layout of your windows by saving the window size, position and
window information in the database. Window information includes your
specifically selected groups and agents in the order you last specified.
Once you have saved your Real Time windows with the display layout and
information choices that you prefer, you can open them with this arrangement
anytime you want by clicking the Layouts command on the Options menu
and selecting the name of your desired
layout. However, you cannot use the Layouts command until you have
saved your preferred windows.
Note:
Saving current window layout automatically can also be done if you
select the Save Layout Changes Automatically check box on the
Preferences dialog box.
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2.3
Configure External Display Messaging
2.3.1
Overview
External Display Messaging allows you to create and send text messages,
combined with real time information about the contact center to the Virtual
Wall Display window, Web Display or to Spectrum display boards. For
Spectrum boards, messages can be sent to a specific board or all boards that
are connected to a PC. Boards are connected to a PC through a single serial
communications port.
Messages and displays are defined through the Wall Display Configuration
dialog box. The messages defined here may be displayed on the external
Spectrum boards or the virtual wall display. Most properties for the
messages are common to both displays such
as name, time range and text and data segments, certain properties on the
Messages tab are only for the virtual wall display. There are also certain
properties that are specific to the Spectrum boards. These properties are
accessed through the Spectrum Message Configuration dialog box.
2.4
Configure General Settings
To display messages on your external wall device or Spectrum board, you
first need to define messages. Messages are made of segments that contain
text and data information.
After creating your messages, the next step would be to display the
messages. For virtual wall displays, you need to define and set attributes
associated with the rows where the messages will display.
2.4.1
Configure Messages
You can manipulate the display of messages through the Wall Display
Configuration dialog box Messages tab. Use the Add or Delete buttons to
create or remove a message. Messages are made of text and data segments.
In the Message Information section, you can change the name of the
message and also indicate if the message is available for display. You can set
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the Time Range and also set specific display setting associated with a Virtual
Display and with Spectrum boards, by clicking on the Virtual Display or
Spectrum tabs.
At the bottom of the Messages tab, you can add or edit a segment to
construct your message. You can also delete or edit a message from the
Messages tab.
Add a new message
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, in the Messages area, click Add. A default
message name appears in the Name text box.
3
Edit the message name by clicking in the Name text box and
entering a desired name.
4
Select Enabled if you wish the message to display.
5
Set a Time Range during which the message will display.
6
Set the display properties on the Virtual Display tab.
- OR If your display device is a Spectrum board, click the Spectrum tab to set
the display properties.
7
Add Text and Data segments to the message. If your display device is
a Spectrum board, you can add up to 64 segments per message.
8
Repeat step 6 to add additional segments to your message.
9
Use the sort buttons to indicate the order you wish your segments to
display.
10 Click OK.
Delete a message
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, select the message you wish to delete from the
Messages list box.
3
Click Delete.
Display/enable a message
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, in the Messages list box, select the
message you wish to display.
3
In the Message Information section, click Enabled.
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Edit a message name
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, in the Messages list box, click the name of the
message you wish to change. Information associated with this message
appears in the Message Information section.
3
Click in the Name text box and change the message name. The new
name will appear in the Messages list box.
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, in the Messages list box, select the
message you wish to hide.
3
Clear the Enabled checkbox. The message will be hidden from view.
Hide a message
Note: Hidden messages will appear grayed in the Messages list box.
You can still add segments to this message as well as assign this
message to a row or Spectrum display. These messages however, will
not appear on the display device.
Set the display color
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, click the Virtual Display tab.
3
Click '...' next to the object you wish to assign a color to. The Color
dialog box displays.
4
Select a color.
5
Click OK. The selected color appears next to the object.
Set the display mode
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, click the Virtual Display tab.
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3
Select the display mode from the Mode drop-down list.
These options describe what text effect is applied as text is
displayed on the Virtual Wall Display.
Please refer to the Virtual Display tab of the Wall Display Configuration dialog box for a
complete listing of these options.
Set the display speed
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, click the Virtual Display tab.
3
Use the Speed slider to set the speed that text will display.
Set the time a message displays
2.4.2
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, in the Message Information section, use the
spin controls in the Time Range section, to set when the message is to
start by setting a value for From.
3
Use the spin controls to set when the message will stop by setting a value
for To.
Configure segments
Add a data segment
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, select the message that the segment is
associated with.
3
Click Add Data. The Add Data dialog box appears.
4
Select the type of data and the group from the drop-down lists.
5
Click OK. The new data segment will appear in the Segments list box.
Add a text segment
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, select the message that the segment is
associated with.
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3
Click Add Text. The Add Text dialog box appears.
4
In the Message Text field, enter the text you wish to appear for this
segment.
5
Click OK. The new text segment will appear in the Segments list box.
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, select the message that the segment is
associated with.
3
Select the data or text segment you wish to delete.
4
Click Delete.
Delete a segment
Edit a data segment
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, select the message that the segment is
associated with.
3
Select the data segment you wish to modify.
4
Click Edit. The Add Data dialog box appears.
5
Change the type of data and the group from the drop-down lists.
6
Click OK. The changed data segment will appear in the Segments list
box.
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, select the message that the segment is
associated with.
3
Select the text segment you wish to edit.
4
Click Edit. The Add Text dialog box appears.
5
In the Message Text field, change the text.
6
Click OK. The modified text segment will appear in the Segments
list box.
Edit text segment
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Set the order for segments to appear
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, select the message that the segment is
associated with.
3
Select the segment in the segments list box located at the bottom of the
dialog box.
4
Click
or
to rearrange the segment in the list. The segment
will display in the order listed, with the segment on top first on a message
and the segment on bottom last on a message.
2.5
Configure rows
2.5.1
Overview
Each enabled row on a wall display is shown as a separate line in the Virtual
Wall Display window. If you have already defined messages, configuring row
information involves the following general steps:
2.5.2
1
Creating a row.
2
Enabling the row.
3
Assigning messages to the row.
4
Ordering the row on the display.
Open the Virtual Display tab
1
On the Options menu, click Virtual Wall Display.
2
The Wall Display Configuration dialog box will appear.
3
Click on the Virtual Display tab.
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2.5.3
Assign a message to a row
1
Open the Virtual Display tab of the Wall Display Configuration
dialog box.
2
From the Virtual Display tab, select the desired row.
3
Select a message from the Available list. You can select more than
one message at a time.
4
Click
to move the selected messages to the Selected list box.
You can also double-click a message to move it to the
Selected list.
Note: If you select a message that is disabled, this message will not
display though it is assigned to the row.
2.5.4
2.5.5
Create a row
1
Open the Virtual Display tab of the Wall Display Configuration
dialog box.
2
From the Virtual Display tab, click Add. A default row name
appears in the Name text box.
3
Edit the row name by clicking in the Name text box and entering a
desired name.
4
Select Enabled if you wish the row to display.
5
Select the font to use for this row by clicking on the font button. The current
font name and size displays on this button.
6
Assign Messages to this row.
7
Sort the messages to indicate the order messages will display.
8
Click OK.
Delete a row
1
Open the Virtual Display tab of the Wall Display Configuration
dialog box.
2
From the Virtual Display tab, in the Rows list box, select the row you
wish to remove.
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3
2.5.6
2.5.7
2.5.8
2.5.9
Click Delete. The row and its associated parameters are deleted.
Display a row on a display device
1
Open the Virtual Display tab of the Wall Display Configuration
dialog box.
2
From the Virtual Display tab, in the Rows list box, select the row you
wish to display.
3
In the Row Information section, click Enabled.
Edit a row name
1
Open the Virtual Display tab of the Wall Display Configuration
dialog box.
2
From the Virtual Display tab, click the name of the row you wish to
change. Information associated with this row appears in the Row
Information section.
3
Click in the Name text box and change the row name. The new name
will appear in the Rows list box.
Enable a row
1
Open the Virtual Display tab of the Wall Display Configuration
dialog box.
2
From the Virtual Display tab, in the Rows list box, select the row you
wish to display.
3
Select Enabled located in the Row Information section beside the
Name text box.
Hide a row
1
Open the Virtual Display tab of the Wall Display Configuration
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dialog box.
2
From the Virtual Display tab, in the Rows list box, select the row you
wish to hide.
3
Clear the Enabled checkbox. The row will be hidden from view.
Note: Hidden rows will appear grayed in the Rows list box. You can
still add messages to a disabled row though the row will not appear on
the display device.
2.5.10
2.5.11
2.5.12
Remove a message from a row
1
Open the Virtual Display tab of the Wall Display Configuration
dialog box.
2
From the Virtual Display tab, select the desired row.
3
Select a message from the Selected list in the Messages section.
You can select more than one message at a time.
4
Click
to move the selected messages to the Available list box.
You can also double-click a message to move it to the Available list.
Reorder rows
1
Open the Virtual Display tab of the Wall Display Configuration
dialog box.
2
From the Virtual Display tab, select the row you wish to move.
3
Click Move Up or Move Down to move the row to the correct
position.
4
Repeat steps 2 - 3 until your rows are positioned correctly.
Order messages on a row
1
Open the Virtual Display tab of the Wall Display Configuration
dialog box.
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2.5.13
2.5.14
2.6
2
From the Virtual Display tab, select the row with the desired
message.
3
Select a message in the Selected list box.
4
Click
or
to rearrange the messages in the Selected list.
The messages will display in the order listed, with the message on top
first and the message on bottom last.
Set the order for rows to appear
1
Open the Virtual Display tab of the Wall Display Configuration
dialog box.
2
From the Virtual Display tab, select a row in the Rows list box.
3
Click Move Up or Move Down to rearrange the row in the Rows list.
The Rows will display in the order listed, with the row on top first and
the row on bottom last.
Specify a row font
1
Open the Virtual Display tab of the Wall Display Configuration
dialog box.
2
From the Virtual Display tab, select the row you wish to configure from
the Rows list box.
3
In the Row Information section, click the Font button. The Font
dialog box appears.
4
Select the font settings.
5
Click OK. The Font name and Size will appear on the Font button.
Configure Spectrum boards
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2.6.1
Overview Spectrum Boards
Spectrum display boards are connected to a PC through a single serial
communications port (COM port). Spectrum board properties and messages
are configured from the Spectrum Tab of the Wall Display Configuration
dialog box. General message and display properties are defined through the
Spectrum tab located on the Messages tab of the Wall Display
Configuration dialog box. These properties include display mode, display
position and display colors, and are specific to Spectrum boards.
Note:
If a COM port and Spectrum boards have been defined, the messages
will begin displaying automatically when Information Manager is
started. When Information Manager is closed, the messages will be
removed from all defined boards. The display of messages will also
start and stop when the Wall Display Configuration dialog box is
opened and closed. This will occur even if there are no changes to the
defined messages or boards.
Below are limitations and calculations specific to Spectrum display
boards.
Limitations
These limitations are only applied when a message is sent to a
Spectrum board.

The maximum number of messages displayed on a board is 32.

The maximum number of data segments per message is 8.

The maximum number of data segments per board is 64.

The maximum length of a message is 80 characters. This includes text and
data segments. If text will extend past the max length it will be truncated. If
a data segment will extend past the max, it will be omitted. The space in
between segments is included in the max length.
Segment Length Calculation
The length of data segments is determined by the maximum size of the data
they may contain. For example, a data segment for a number of agents may
contain a maximum value of 9999. The length of this segment will be
considered 4 even if the segment is currently displaying the value 1. The
lengths for data segments are as follows:

Current Time: 8

Current Date: 10

Service Group Name: 20

Waiting Times: 8

Agent Counts: 4
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2.6.2
2.6.3

Average Times: 5

Call Counts: 5

Skill Choice: 1

Percentages: 4
Open the Spectrum tab
1
On the Options menu, click Virtual Wall Display.
2
The Wall Display Configuration dialog box will appear.
3
Click on the Spectrum tab.
Pre-configure the boards
Pre-configure the boards
Prior to generating any messages, make sure that all Spectrum wall
displays for the Solidus eCare have been configured. The following events
are required for the configuration of Spectrum wall displays:
1
Use the Remote Control units that have been shipped with the wall
displays to configure a unique physical address for each of the wall
displays. This address will be stored internally within each wall display.
2
Use the Spectrum tab of the Wall Display Configuration dialog box to
specify the COM port that the wall boards are connected to and add the
wall boards that will be used by Solidus eCare mapping each defined
board with the physical address stored within the board.
Configure the physical address of a wall display using the remote control
1
Make sure that the wall board is properly plugged in.
2
Press the PROG key. PROG TXT FILE A will appear on the wall board.
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3
Press the BACK key until SET ADDRESS appears.
4
Press the ADV key. SERIAL ADDRESS = 00 will appear.
5
Assign the address by pressing the corresponding number keys.
For example: if the address for the wall board is 01, press 0 and 1 on the
remote control.
6
Press the RUN key.
7
Press the PROG key.
Specify the COM port and define the boards
1
Open the Spectrum tab.
2
From the Spectrum tab, select the COM port that the boards are
connected to by selecting a value in the Port drop-down list.
3
Select the Baud Rate for communicating with the boards. In most cases
9600 should be selected.
4
Add a new board by clicking Add.
5
Change the name if necessary in the Name field
6
Select a Model.
7
Enter the hex value that defines the board in the Address text field.
This should be the same address configured using the remote
control.
8
Enter some text into the Test field and press Test. The text should display
on the wall board.
9
Repeat steps 5 – 9 for all boards connected to the PC.
Verify a connection to the Spectrum board
1
Open the Spectrum tab.
2
From the Spectrum tab, enter a test message in the Test field.
3
Click Test. This option is not available if the board Port setting has not
been set. If the test message appears in the mode that you have selected
(in the Mode drop-down list on the Spectrum tab located on the
Messages tab of the Wall Display Configuration dialog box) on the wall
display(s) that is connected to the communication port specified in the
Communication Port list, connection is successful. If the test message
does not appear on the wall display(s), check the connection.
4
Click OK. The test message will be removed from the wall display.
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2.7
Message configurations
2.7.1
Add a display
2.7.2
2.7.3
1
Open the Spectrum tab.
2
From the Spectrum tab, click Add. A generic display name will
appear in the Name field.
3
Optionally change the Name to a desired name.
4
Complete the settings in the Spectrum Display Information area.
5
Click OK.
Delete a display
1
Open the Spectrum tab.
2
From the Spectrum tab, in the Spectrum Display list box, select the
display you wish to remove.
3
Click Delete. A dialog box will appear asking you to confirm that you
want to delete the selected display.
4
Click OK. The selected display will be removed from the Spectrum
Display list.
Displaying a message
1
Open the Spectrum tab.
2
From the Spectrum tab, if you have more than one display device, select
the desired Spectrum board from the Spectrum Displays list.
3
Select one or more Messages from the Available list box.
Note: Messages are configured from the Messages tab.
4
Click
to move the selected messages to the Selected list box.
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You can also double-click a message to move it to the Selected list.
2.7.4
2.7.5
5
Click
and
to order the Messages in the Selected list box.
6
Set display parameters and display colors from the Spectrum tab
located on the Wall Display Configuration Messages tab.
7
Click OK. The messages in the Selected list box will appear on the
Spectrum board when the Virtual Wall Display Configuration dialog box
is closed.
Removing a message
1
Open the Spectrum tab.
2
From the Spectrum tab, select the desired Spectrum Display.
3
Select one or more messages from the Selected list box.
4
Click
to move the selected messages to the Available list box
and therefore off the display.
5
Click OK. The messages in the Selected list box will appear on the
Spectrum board when the Wall Display Configuration dialog box is
closed.
Set text colors
1
Open the Wall Display Configuration dialog box.
2
Click the Messages tab.
3
Click the Spectrum tab.
4
Select colors for text, data and alarms that will appear on the
Spectrum board.
5
Click OK.
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2.7.6
2.7.7
Spectrum - set order of messages to appear
1
Open the Spectrum tab of the Wall Display Configuration dialog box.
2
From the Spectrum tab, select the desired Spectrum Display.
3
Select a message in the Selected list box.
4
Click to rearrange the messages in the Selected list.
The messages will display in the order listed, with the message on top
first and the message on bottom last.
Specify a display mode and text position
1
Open the Wall Display Configuration dialog box.
2
Click the Messages tab.
3
Click the Spectrum tab.
4
Select a Display Mode and Position to indicate how the message will
display.
Please refer to the Spectrum tab on the Messages tab of the Wall
Display Configuration dialog box for a complete list of options.
5
Click OK.
2.8
Configure Virtual Wall Display Settings
2.8.1
Configure Virtual Wall Display
Messages and displays are defined through the Wall Display Configuration
dialog box. Though most properties for messages are common to both the
Virtual Wall Display and Spectrum boards, certain properties only apply to the
Virtual Wall Display. These settings are found on the Virtual Display tab and
include:

Virtual Wall Display Color

Virtual Wall Display Mode

Virtual Wall Display Speed
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2.8.2
2.8.3
Set the display color
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, click the Virtual Display tab.
3
Click '...' next to the object you wish to assign a color to. The Color dialog
box displays.
4
Select a color.
5
Click OK. The selected color appears next to the object.
Set the display mode
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, click the Virtual Display tab.
3
Select the display mode from the Mode drop-down list.
These options describe what text effect is applied as text is
displayed on the Virtual Wall Display.
Please refer to the Virtual Display tab of the Wall Display Configuration dialog box for a
complete listing of these options.
2.8.4
2.9
Set the display speed
1
Open the Messages tab of the Wall Display Configuration dialog box.
2
On the Messages tab, click the Virtual Display tab.
3
Use the Speed slider to set the speed that text will display.
Web Wall Display
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Messages sent to a Wall Display can also be sent to a Web Display or
a Wall Display Gadget. By configuring a web server port using the Wall
Display Configuration dialogue box, Information Manger accepts http
connections on the specified port.
The Web Wall display can be customized by using a cascading stylesheet. To
customize, copy the \Sample Code\IM Samples\DefaultWebRoot from the
DVD to [InstallDir]\Solidus eCare\Applications\bin and rename it to webroot.
Information Manager loads the files from the webroot directory at startup.
An example of a customized stylesheet is located in the
\Sample Code\IM Samples\CustomizedWebRoot folder on the DVD. Copy
the file WebDisplay.css to the webroot folder to view the customization.
The address to the server is http://[hostname/localhost]:[configured port]
Use Internet Explorer and enter the URL to start the Web Display.
Example: http://localhost:8181
It is also possible to use or customize a Windows sidebar gadget containing
Wall Display information. The installation files for the gadget are located in
Sample Code\IM Samples\WindowsSidebarGadget. See readme.txt located in
the WindowsSidebarGadget folder for more information on how to install the
SolidusIM.gadget file.
2.9.1
Add Namespace Reservation Rights
If the user has not logged in as an administrator on the PC where the
Information Manager client that hosts the Web Wall Display is running, then
namespace reservation rights need to be added to the account used.
For Windows Server 2008 R2 and Windows 7, the namespace
reservation rights are granted by using the following command:
netsh http add urlacl url=http://+:8181/
user=DOMAIN\user
where 8181 is the port the user has opted to use for the web server,
DOMAIN is the windows domain you're logged on to and user is the user
account that one wishes to grant the rights to.
To grant namespace reservation rights when using Windows XP, use the
httpcfg utility included in the Support Tools for WinXP.
Download the Support Tools from the following link:
http://www.microsoft.com/download/en/details.aspx?displayLang=en&i
d=18546
Use the following procedure:
1. Run the command: httpcfg set urlacl /u
http://+:8181/
/a D:(A;;GX;;;WD)
2. Restart the computer
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For instructions on how to grant namespace reservation rights for other
operating system than those mentioned above, use the following link:
http://msdn.microsoft.com/en-us/library/ms733768.aspx
2.10
Define Custom Summary Groups
2.10.1
Add a custom summary group
2.10.2
1
Open the Custom Summary Groups dialog box.
2
Click Add in the Custom Summary Groups area. If there is more than
one media type defined on your system, the New Custom Summary
dialog box appears. Otherwise, skip to step 5.
3
Select the media type associated with this group.
4
Click OK.
5
A default Summary Group name appears in the Name field. Click in the
Name field to edit this name.
6
Select an available service group from the Available list box. You can
select more than one name at a time.
7
Assign your selection to the summary group by clicking
. The
selected service groups are moved to the Selected list box. These groups
will appear as members of your custom summary group.
Delete a group from a custom summary group
1
Open the Custom Summary Groups dialog box.
2
Select the desired Summary Group in the Custom Summary Groups
area. Information specific to the selected group appears in the Custom
Summary Group Information area.
3
Select the service group you wish to remove from the Selected list box.
You can select more than one name at a time.
4
Remove the selected group by clicking
. The selected groups are
moved to the Available list box. These groups will no longer appear as
members of your custom summary group.
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2.10.3
2.10.4
Delete a custom summary group
1
Open the Custom Summary Groups dialog box.
2
Select the Summary Group you wish to delete in the Custom
Summary Groups area.
3
Click Delete.
Add service groups to a custom summary group
1
Open the Custom Summary Groups dialog box.
2
Select the desired Summary Group in the Custom Summary
Groups area.
3
Select an available service group from the Available list box. You can
select more than one name at a time.
4
Assign your selection to the summary group by clicking
. The
selected service groups are moved to the Selected list box. These groups
will appear as members of your custom summary group.
2.11
Define User Preferences
2.11.1
Defining User Preferences
Define user-dependent preferences by opening the Preferences dialog box,
and filling in all the necessary information in the General,
Overview Windows, Alarms and Alarm Log areas. Since preferences
selected in this dialog box affect the way that the system will interact with
each individual user, it is important that such preferences be assigned in the
beginning.
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2.11.2
Open the Preferences dialog box
From the Options menu, select Preferences. The Preferences dialog box will
appear.
2.11.3
Automatically save layout changes
This option automatically saves the current display layout when you exit
Information Manager.
2.11.4
Save Filter Selection
This option automatically saves the filters from the Service Group Agent and
Agent Group Agent windows as part of the layout.
2.11.5
Set number of Agent Group rows to display
This setting applies to the Agent Group Overview Window. You can
indicate from one to three rows.
2.11.6
Set number of Service Group rows to display
This setting applies to the Service Group Overview – Graphical
Window. You can indicate from one to three rows.
2.11.7
Set the overview windows chart style
Chart style applies to Service Group Overview – Graphical and
Agent Group Overview Windows. The options include 3D, Flat, and Gradient
2.12
Alarm Settings
2.12.1
Enable a flashing alarm
1 Open the Preferences dialog box.
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2
2.12.2
From the Preferences dialog box, select the Flash Alarm Icon option to
cause a flashing alarm icon to appear in the toolbar when an alarm
occurs. This icon will continue to flash until the alarm is cleared in the
Alarm Log.
Disable a flashing alarm
1
2
2.12.3
From the Preferences dialog box, clear the Flash Alarm Icon
check box to disable the flashing alarm option.
Display an Agent Group name for Agent Group alarms
1
2
2.12.4
Open the Preferences dialog box.
From the Preferences dialog box, clear the Display Agent Name for
Agent Group Alarms check box to cause an agent group name to
appear in the Alarm Log when an agent group alarm occurs.
Display an Agent Name for Agent Group alarms
1
2
2.12.5
Open the Preferences dialog box.
Open the Preferences dialog box.
From the Preferences dialog box, select the Display Agent Name for
Agent Group Alarms option to cause an agent name to
appear in the Alarm Log when an agent group alarm occurs. This option
is not available if Agent Privacy is enabled.
Display Agent Name for Service Group alarms
1
2
Open the Preferences dialog box.
From the Preferences dialog box, select the Display Agent Name for
Service Group Alarms option to cause an agent name to appear in the
Alarm Log when a service group alarm occurs. This option is not
available if Agent Privacy is enabled.
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2.12.6
Display a Service Group name for Service Group alarms
1
Open the Preferences dialog box.
2
From the Preferences dialog box, clear the Display Agent Name for
Service Group Alarms check box to cause a service group name to
appear in the Alarm Log when a service group alarm occurs.
2.13
Perform Alarm Log Functions
2.13.1
Open the Alarm Log window
1
On the Real Time menu, click Alarm Log.
- OR Click
2
2.13.2
2.13.3
on the toolbar.
The Alarm Log window will appear.
Acknowledge an alarm message
1
Open the Alarm Log window.
2
In the Alarm Log window, select an alarm message. You can select
more than one message at a time. The message(s) will be highlighted.
3
Click
. The message will remain in the window but will no longer
appear red.
Clear an alarm message
1
Open the Alarm Log window.
2
In the Alarm Log window, select an alarm message. You can select more
than one message at a time. The message will be
highlighted.
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3
2.13.4
Click
. The message will no longer appear in the Alarm Log
window.
Print an Alarm log
1
Open the Alarm Log window.
2
Click
. The entire alarm log will be printed; however, messages that
have been cleared will not be printed.
2.14
Perform Layout functions
2.14.1
Display a custom layout
1
On the Options menu, click Layouts.
- OR Click
on the toolbar.
The Layouts dialog box will appear.
2.14.2
2
From the Layouts list box, select the layout you wish to display.
The highlighted layout indicates the current layout.
3
Click OK. The main window will refresh to display the windows
associated with the selected layout.
Save a new layout
1
On the Options menu, click Save Layout As. The Save Layout
As dialog box will appear.
2
In the Name text box, enter a layout name.
3 Click OK.
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2.14.3
Delete a layout
1
On the Options menu, click Layouts.
- OR Click
on the toolbar.
The Layouts dialog box will appear.
2
From the Layouts list box, select the layout you wish to delete.
3
Click Delete. The selected layout will be removed from the
Layouts list box.
Note: The layout that is highlighted will become the current layout.
2.14.4
Save the current layout
On the Options menu, click Save Current Layout.
- OR Click
on the toolbar.
The displayed real time windows and positions will be saved to the current
layout.
2.15
Display Real Time Information
2.15.1
Service Accesses
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Display Service Accesses
The Service Access Overview window displays the current status of all the
service accesses that you can access. From the Service Access Overview
window, you can:

View all the service accesses that you are allowed to access;

View the details of each service access. Such details include
information such as the number of
current/direct/overflowed in/handled/overflowed out/abandoned calls
and the Average Handling Time;

View the summary for all the service accesses that you are allowed to
access;

Sort the service accesses.
Open the Service Access Overview window
On the Real Time menu, click Service Access Overview.
- OR Click
on the toolbar.
The Service Access Overview window will appear.
2.15.2
Service Group
Display Service Group
The Service Group Overview window displays the current status of either
all the service groups or specified service groups that you can access.
There are two different display formats for Overviews:

Graphical - displays the current service group status in the form of vertical
stacked bar graphs

Table - which displays detailed performance and status information for a
specified service group

From the Service Groups window, you can:

Sort the service groups you want to display,

Select a particular service group to view the agents currently
serving that group,
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
View the group details for a selected service group.
Note:
If Agent Privacy is activated, you will not be able to view any
information regarding agents.
Open the Service Group Overview - Graphical window
On the Real Time menu, click Service Group Overview then Graph.
- OR Click
on the toolbar.
The Service Group Overview - Graphical window displays.
Open Service Group Overview - Table window
On the Real Time menu, click Service Group Overview then Table.
- OR Click
on the toolbar.
The Service Group Overview - Table window displays.
Open the Service Group Selection dialog box
1
Open the Service Group Overview window for Graphical, or
Table.
2
Click
on the window toolbar.
- OR Right mouse click on a Service Group name or right click within the bar
graph area, and select Sort on the shortcut menu.
The Service Group Selection dialog box appears.
Change the display order of service groups in the Service Group windows
1
Open the Service Group Selection dialog box.
2
In the Service Group Selection dialog box, use the
and
buttons to change the sort order of the Service Groups.
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3
Select a Service Group in the Displayed list and use the
and
buttons to change the display order of the Service Groups.
4
Click OK.
Display Service Groups associated with a Summary group
From a Service Group Overview window (Graphical, or Table), double- click on
a <Summary> group bar graph
- OR -
Select a Summary Group name from the drop-down list and click
.
-ORRight mouse click on a summary group bar graph and select Details
from the shortcut menu.
A Service Group Overview window (Graphical or Table) appears with the
selected summary group name display in <> on the title bar and the service
groups associated with the selected summary group visible.
Display Group Details
From a Service Group Overview window (Graphical, or Table), select a nonsummary service group name from the drop-down list and click
.
-ORRight mouse click on a non-summary group bar graph and select
Details from the shortcut menu.
A Service Group Details window appears with the selected service group
name displayed in [ ] on the title bar.
Display Service Group Agents
From a Service Group Overview window (Graphical, or Table), double- click on
a non-summary service group bar graph
- OR Select a non-summary service group name from the drop-down list and click
.
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Right mouse click on a non-summary group bar graph and select
Agents from the shortcut menu.
A Service Group Agents window appears with the selected service group
name display in [ ] on the title bar.
Hide a service group from a Service Group Overview window
2.15.3
1
Open the Service Group Selection dialog box.
2
In the Service Group Selection dialog box, select the service group you
wish to hide from the Displayed list box. You can select more than one
service group.
3
Click
to move the selected service groups to the Hidden list box.
These service groups will no longer appear in the Service Group
Overview windows.
4
Click OK.
Agent Group
Display Agent Group
The Agent Group window displays:

Current status of the agent groups that you can access, in the form of
vertical stacked bar graphs.

Name of the group, number of available agents and number of logged
on agents for each group above each graph.

Percentage of logged on agents that are busy handling an service call,
handling another call or not handling any call.
From the Agent Group Overview window you can constantly monitor
specific agent groups and access the current status of agents in a particular
group.
Note:
If Agent Privacy is activated, you will not be able to view any
information regarding agents.
Open the Agent Group Overview window
On the Real Time menu, click Agent Group Overview.
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- OR Click
on the toolbar.
The Agent Group Overview window will appear.
Open the Agent Group Selection dialog box
1
Open the Agent Group Overview window.
2
Click
on the window toolbar.
- OR Right mouse click on an Agent Group name or right click within the bar
graph area, and select Sort on the shortcut menu.
3
The Service Agent Selection dialog box appears.
Change the display order of agent groups
1
Open the Service Agent Selection dialog box.
2
In the Service Agent Selection dialog box, use the
buttons to change the sort order of the Agent Groups.
3
Select an Agent Group in the Displayed list and use the
and
4
and
buttons to change the display order of the Agent Groups.
Click OK.
Display Agent Group Agents
From an Agent Group Overview window, double-click on a nonsummary agent group bar graph
- OR -
Select a non-summary agent group name from the drop-down list and click
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.
-ORRight mouse click on a non-summary group bar graph and select
Agents from the shortcut menu.
An Agent Group Agents window appears with the selected agent group
name display in [ ] on the title bar.
Hide an Agent Group from the Agent Group Overview window
2.15.4
1
Open the Service Agent Selection dialog box.
2
In the Service Agent Selection dialog box, select the agent group you
wish to hide from the Displayed list box. You can select more than one
agent group.
3
Click
to move the selected agent groups to the Hidden list box.
These agent groups will no longer appear in the Agent Group Overview
window.
4
Click OK.
Campaigns
Display Campaign Overview
The Campaign Overview window displays:

List of all running campaigns

Name of the campaign, service group, total customers, number of
customers called, number of customers not called, successful calls and
unsuccessful calls.
Open the Agent Group Overview window
On the Real Time menu, click Campaign Overview.
- OR Click
on the toolbar.
The Campaign Overview window will appear.
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Display Campaign Details
The Campaign Details window displays:

Campaign configuration information: Campaign name, service group,
status, and schedule

Statistics for the campaign as a number and percentage: total
customers, number called, number not called, number successful,
number unsuccessful, unsuccessful calls with attempts remaining,
unsuccessful calls with no attempts remaining, number of failed calls
due to busy, number of failed calls due to no answer, number of
failed calls due to other reasons
Open the Campaign Details Window
From the Campaign Overview window, double-click on a campaign
-ORRight mouse click on a campaign and select Campaign Details
From a Service Group Overview Window, right mouse click on a
non-summary campaign group bar graph, select Campaign Details then the name of the
campaign from the shortcut menu.
A Campaign Details window appears with the selected campaign name
display in [ ] on the title bar.
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